Go Back   English Forum Switzerland > Help & tips > TV/internet/telephone  
Reply
 
Thread Tools Display Modes
  #1  
Old 03.02.2011, 09:50
Newbie
 
Join Date: Feb 2011
Location: Vaud
Posts: 9
Groaned at 0 Times in 0 Posts
Thanked 0 Times in 0 Posts
UserZero has no particular reputation at present
Cablecom: Magicians of time distortion

Are they the only company that can magically transform 48 hours into more than a week?

Date 26.01.11: evening
Time on hold: ~10 minutes
Conversation ~20 minutes
After 20 minutes spent trying to disconnect and reconnect every possible connection “Sorry, we can't solve your problem from here. Technical services will contact you within 48 hours in order to resolve the problem”
“Have a nice night”

Date 28.01.11: afternoon
Time on hold: ~15 minutes
Conversation ~5 minutes
Correction Cablecom: “Oh, no it's not 48 hours it’s within two working days, but don't worry they work Saturday until noon and they will surely be in touch tomorrow.”
“Have a nice day”

Date 31.01.11: morning
Time on hold: ~10 minutes
Conversation ~5 minutes
Correction Cablecom, “No sir, it's not 2 working days, its 3 working days. However, if you don't receive any call before 15:00 please call us back”
“Have a nice day”

Date 31.01.11: afternoon (16h)
Time on hold: ~10 minutes
Conversation ~5 minutes
Discussion Cablecom: “Hold on please, I'll put you in contact with our technical service sub contractor directly.”
Technical services: "There is a technician who will be in your area to fix a problem for one of your neighbors this evening; normally this should also solve your problem. He will contact you once he has taken care of the other problem to see if everything is OK, if not he will fix a meeting time for tomorrow."
“Have a nice day”
Result: No, the problem wasn’t solved and no the technician did not call.

Date 01.02.11: morning
Time on hold: ~10 minutes
Conversation ~5 minutes
Correction Cablecom: “No, the delay time isn't 3 working days, but can be up to 5 working days”
“No I'm sorry, but it's not possible to fix a meeting date with our technical service department, you have to wait for their call.”
“Be sure to call us if you haven't received any reply by Thursday”.
“Have a nice day”

Date 02.02.11: No contact from Cablecom or their technical services

List of financial impacts
1) My wife was not able to work at home her usual one day a week.
Commute = 0.65 CHF / km X 100 km X 2 = 130 CHF
2) Online payment of the bills for January not yet possible.
Late fees = ??? CHF
3) Au Pair in touch with family and friends in Spain via mobile instead of internet for over a week.
100+ CHF
4) Family communication via mobile instead of e-mail / internet (mostly to France and the USA)
100+ CHF

Other difficulties:
1) Required to be reachable by phone each minute of each working day on the off chance that the mythical technical services department actually does call
2) Required to go outside / leave the mobile phone outside in order to make / receive calls since the mobile signal doesn't pass through the walls of our house
Reply With Quote
  #2  
Old 03.02.2011, 09:56
Upthehatters2008's Avatar
Forum Legend
 
Join Date: May 2010
Location: In the kitchen at parties.
Posts: 4,540
Groaned at 204 Times in 120 Posts
Thanked 6,078 Times in 2,378 Posts
Upthehatters2008 has a reputation beyond reputeUpthehatters2008 has a reputation beyond reputeUpthehatters2008 has a reputation beyond reputeUpthehatters2008 has a reputation beyond reputeUpthehatters2008 has a reputation beyond reputeUpthehatters2008 has a reputation beyond repute
Re: Cablecom: Magicians of time distortion

Quote:
View Post

List of financial impacts
1) My wife was not able to work at home her usual one day a week.
Commute = 0.65 CHF / km X 100 km X 2 = 130 CHF
2) Online payment of the bills for January not yet possible.
Late fees = ??? CHF
3) Au Pair in touch with family and friends in Spain via mobile instead of internet for over a week.
100+ CHF
4) Family communication via mobile instead of e-mail / internet (mostly to France and the USA)
100+ CHF

If you are truly exposed to such an extent, shouldn't you be on a business tarriff with business levels of support and SLA's ?
Reply With Quote
  #3  
Old 03.02.2011, 10:01
AbFab's Avatar
Forum Legend
 
Join Date: Sep 2006
Location: Zürich
Posts: 8,659
Groaned at 383 Times in 263 Posts
Thanked 13,032 Times in 4,457 Posts
AbFab has a reputation beyond reputeAbFab has a reputation beyond reputeAbFab has a reputation beyond reputeAbFab has a reputation beyond reputeAbFab has a reputation beyond reputeAbFab has a reputation beyond repute
Re: Cablecom: Magicians of time distortion

Nice first post-rant.

A quick search of EF would show that trusting your financial future to Cablecom is folly.

What is actually wrong??
Reply With Quote
  #4  
Old 03.02.2011, 14:20
Newbie
 
Join Date: Feb 2011
Location: Vaud
Posts: 9
Groaned at 0 Times in 0 Posts
Thanked 0 Times in 0 Posts
UserZero has no particular reputation at present
Re: Cablecom: Magicians of time distortion

Quote:
View Post
If you are truly exposed to such an extent, shouldn't you be on a business tarriff with business levels of support and SLA's ?
Good question (will have to look into that).
My only defense is that when I 1st signed on with Cablecom I didn't have an Au Pair, was using Sunrise for telephone and internet and my wife wasn't working one day a week at home.
We switched everything to cablecom when we moved house and up until now the service has always been there so there was no need to question the level of support.

Quote:
View Post
What is actually wrong??

Ahh, as to that I'm afraid that only the wonderful wizard of Cablecom can answer that question.

I guess maybe I should go out and look for a wicked witch of the north to slay and get a hold of her ruby red slippers in order for him to take me seriously.

Last edited by vwild1; 04.02.2011 at 08:06. Reason: learn to use the quote button
Reply With Quote
  #5  
Old 03.02.2011, 16:14
AbFab's Avatar
Forum Legend
 
Join Date: Sep 2006
Location: Zürich
Posts: 8,659
Groaned at 383 Times in 263 Posts
Thanked 13,032 Times in 4,457 Posts
AbFab has a reputation beyond reputeAbFab has a reputation beyond reputeAbFab has a reputation beyond reputeAbFab has a reputation beyond reputeAbFab has a reputation beyond reputeAbFab has a reputation beyond repute
Re: Cablecom: Magicians of time distortion

Quote:
View Post
"What is actually wrong?? "

Ahh, as to that I'm afraid that only the wonderful wizard of Cablecom can answer that question.

I guess maybe I should go out and look for a wicked witch of the north to slay and get a hold of her ruby red slippers in order for him to take me seriously.
The point is that if your internet connection worked and now doesn't there are people on EF who could suggests solutions. But if it's a secret between you and Cablecom, that's fine...
Reply With Quote
  #6  
Old 03.02.2011, 16:18
KB88111
 
Posts: n/a
Re: Cablecom: Magicians of time distortion

Cablecom will say, about your incidental costs, that they could have been avoided (if they actually bother).

Nobody forced you to use a mobile for communication.

Ideally, you would have considered a solution such as PAYG mobile internet to work around the issue. Best you'll get from Cablecom is a refund for the time the service was not available.

So what is broken?
Reply With Quote
  #7  
Old 03.02.2011, 23:52
Newbie
 
Join Date: Feb 2011
Location: Vaud
Posts: 9
Groaned at 0 Times in 0 Posts
Thanked 0 Times in 0 Posts
UserZero has no particular reputation at present
Re: Cablecom: Magicians of time distortion

Quote:
View Post
Cablecom will say, about your incidental costs, that they could have been avoided (if they actually bother).

Nobody forced you to use a mobile for communication.

Ideally, you would have considered a solution such as PAYG mobile internet to work around the issue. Best you'll get from Cablecom is a refund for the time the service was not available.

So what is broken?
I'm actually not looking for a refund, I just expect them to be honest from the start and say that it could take up to a week before the support service gets in touch or that they have to wait a week before they can give me the direct number of the support group (like they did today).

Saying 48 hours, then 72 hours etc is more frustrating thank knowing from the start that it will be a week.

As to what is broken. Basically the "ready" light on the cable modem is not indicating ready despite the fact that the send and receive are active.

They tried everything they could do "software" wise and determined that a physical intervention was required.

Yes, I have tried relocating the modem, changing cables and all the normal things, but nothing has worked so I think it's either "time for a new modem" or a connection issue in their lines.
Reply With Quote
  #8  
Old 04.02.2011, 01:13
piazza's Avatar
Senior Member
 
Join Date: Jan 2010
Location: Küsnacht ZH
Posts: 449
Groaned at 5 Times in 3 Posts
Thanked 271 Times in 128 Posts
piazza has made some interesting contributions
Re: Cablecom: Magicians of time distortion

we've had nearly the same kind of problem with cablecom. They say they'll call back, but dont. They usually said "someone will call you tomorrow".

We'll simply switch providers once we have everything sorted.
Reply With Quote
  #9  
Old 04.02.2011, 09:42
Newbie
 
Join Date: Feb 2011
Location: Vaud
Posts: 9
Groaned at 0 Times in 0 Posts
Thanked 0 Times in 0 Posts
UserZero has no particular reputation at present
Re: Cablecom: Magicians of time distortion

Quote:
View Post
we've had nearly the same kind of problem with cablecom. They say they'll call back, but dont. They usually said "someone will call you tomorrow".

We'll simply switch providers once we have everything sorted.
Unfortunately for me switching providers would mean paying to have a normal phone line connected to the house, replacing the cable connections in the house with phone connections, etc.

I think the better solution for me (as was suggested by another user) will be to pass to the buisness tariff for phone and internet in order to get the 24 hour support.
Reply With Quote
  #10  
Old 04.02.2011, 22:06
Newbie
 
Join Date: Feb 2011
Location: Vaud
Posts: 9
Groaned at 0 Times in 0 Posts
Thanked 0 Times in 0 Posts
UserZero has no particular reputation at present
Re: Cablecom: Magicians of time distortion

Just a rap-up to communicate the real problem:

An interface card had to be replaced due to a network frequency change.

1) A network frequency change that was planned
2) They knew that the change would impact certain clients

Q: Was this fact communicated to the clients before the change?

A: No

Q: Did their helpline communicate the fact that there has been a change to the network and that this might be the cause of my problems?

A: No

Q: Did they really need to wait a week so that my "technical problem" became a "priority" so that they could then give me the phone number of their sub contractor so that I could then schedule someone to come to my house for 5 minutes in order to change the card?

A: NO (Especially since the "technical problem" was caused by them?)

So to add to the list of others who have come before me:

Cablecom review:
Quality of television, internet, phone services = Good
Pricing = Good
Customer service = Bad

Nothing that hasn't been said before, but it bears repeating as maybe (slim chance) it will make them do something about it.
Reply With Quote
  #11  
Old 06.02.2011, 16:33
Member
 
Join Date: Aug 2009
Location: Bern
Posts: 247
Groaned at 6 Times in 1 Post
Thanked 31 Times in 22 Posts
dustyfrog has no particular reputation at present
Re: Cablecom: Magicians of time distortion

I have Internet working but Postfinance keeps giving some error when I try to access my e-bills list. Making it hard to pay there bills. Neither do I receive notifications by email as requested. Silly Cablecom.
Reply With Quote
  #12  
Old 06.02.2011, 16:39
jrspet's Avatar
Forum Legend
 
Join Date: Jul 2007
Location: Quaint Wädenswil, Zürich, CH
Posts: 8,131
Groaned at 27 Times in 20 Posts
Thanked 7,036 Times in 3,912 Posts
jrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond repute
Re: Cablecom: Magicians of time distortion

Quote:
View Post
I have Internet working but Postfinance keeps giving some error when I try to access my e-bills list. Making it hard to pay there bills. Neither do I receive notifications by email as requested. Silly Cablecom.
I'm pretty certain issues with your PF have absolutely nothing to do with your internet connection - from Cablecom or from any other provider. The issue is more likely your PF account, settings, cookies or email account.
Reply With Quote
  #13  
Old 07.02.2011, 18:59
Member
 
Join Date: Aug 2009
Location: Bern
Posts: 247
Groaned at 6 Times in 1 Post
Thanked 31 Times in 22 Posts
dustyfrog has no particular reputation at present
Re: Cablecom: Magicians of time distortion

Well, they said it was not available because of technical difficulties but hasn't returned yet.
Reply With Quote
Reply




Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
Magicians? Dan of the dead Other/general 30 06.03.2014 21:31
Cablecom internet + non cablecom acces point, will it work? manadi TV/internet/telephone 6 04.11.2010 19:35
Cablecom adds 9 (!) additional British channels [and general Cablecom problems] dawiz TV/internet/telephone 147 31.12.2009 16:12
Cablecom or DSL ? Time required to expect connection ? potom TV/internet/telephone 10 27.01.2009 16:27
Cablecom Downgrade activation time Myth TV/internet/telephone 3 09.09.2008 09:13


All times are GMT +2. The time now is 12:16.


Powered by vBulletin® Version 3.8.4
Copyright ©2000 - 2022, Jelsoft Enterprises Ltd.
LinkBacks Enabled by vBSEO 3.1.0